Responsibilities:

1. Responsible for overall operations of the support engagement leading onshore and offshore IT professionals to deliver Oracle cloud and application support services to client.
2. On-shore point of contact for Customer manager(s) (key relationship owners of support services engagement).
3. Oracle EBS or Cloud Fusion experience in either SCM, Finance or HCM is preferred.
4. Co-ordinate with internal SME’s (Subject Matter Experts) and Customer for Quarterly Release Updates from Oracle.
5. Oversees resource allocation / management of work stream execution.
6. Facilitates meeting / reporting cadence detailed in “reporting and reviews” section.
7. Enforces Apps Associates support methodologies.
8. Establishes support structure for engagement (processes / procedures).
9. Should have experience with a global support model (onsite-offshore model) to provide seamless support to customers.
10. Experience in creating customer metrics, analyzing trends and making recommendations to proactively manage customer relationships.
11. Responsible for ensuring that the agreed support services are fulfilled, that customer expectations are met and issues are resolved within the SLA's that are documented in the contract.
12. Ensures effective communication with customer stakeholders to ensure problem resolution.
13. Updates / enhances support structure as needed.
14. Serves as an escalation point for Customer manager(s).
15. Coordinates workload with subject matter experts.
16. Experience with Service Now ticketing system is an added advantage.